Team Lead - Customer Service Transfer Team

Key responsibilities

• Communicating with mail centers that are closing or discontinuing digital mail services to clearly outline their responsibilities and ensure a smooth and seamless transition for iPostal1 customers.
• Coordinating with active mail centers to determine their capacity and willingness to absorb transferred customers.
• Notifying affected customers of their upcoming store transfer, expected timelines, and available options.
• Responding to customer inquiries regarding the transfer process and their preferences.
• Facilitating the redirection of mail from closing locations to the new iPostal1 mail center selected by each customer.
• Ensuring the accurate and timely execution of these tasks while upholding high standards of customer satisfaction and maintaining strong relationships with mail center partners.

Specialized Transfer Services Support

• Assisting customers with selecting mail center preferences and recording and processing their selection requests.
• Troubleshooting customer issues, including processing refunds.
• Managing temporary account holds, and providing customer support with task completion before transferring.
• Guiding customers with form support through the transfer process.
• Working closely with mail centers and internal teams to resolve service-related concerns.
• Obtaining information from USPS post offices and clearly communicating mail forwarding options to customers.
• Handling claims and escalations related to lost, delayed, or undelivered items, tracking and forwarding customer mail during and after their transfer.
• As business needs evolve, additional specialized tasks and operational responsibilities may be assigned.

Customer Support & Operational Efficiency

• Efficiently handle customer inquiries and process service requests related to the above programs.
• Work closely with mail centers and internal teams to resolve issues and ensure seamless service delivery.
• Maintain up-to-date knowledge of each specialized service to provide expert guidance.
• Take on additional operational tasks and projects as needed to support evolving business needs.
• When specialized tasks are completed, transition to handling customer support through chat, email, and calls.

Requirements

• Strong active listening skills
• Ability to organize and manage a busy workload
• Quick learner of internal systems and processes
• Inquisitive and detail-oriented
• Results-driven mindset
• Strong work ethic
• Excellent verbal and written communication skills
• Previous experience in a lead capacity in a service-oriented or business support role preferred